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SeniorCase Agent
Summary
Paragus IT is the largest outsourcedITvendor in the Pioneer Valley, and we are just getting started.Weaspireofserving1000 customers across the entire country, and wewon’tstop until we get there. Ranked as one of Forbes Small Giants, we have an intense focus on culture, people,process, and continuous improvement. We are determined to be the best at everything we do, and wearen’tafraid to do thehard workrequiredto get there.
We’reon a mission to deliver peace of mind through human-first IT experiences.We’renot just fixing problems-we’rebuilding trust. As a Senior Case Agent,you’llbe the go-to expert for our most complex technical challenges, leading with empathy, precision, andexpertise.You’llsupport clientsacrossnetworking, Microsoft 365, and application environments-all while mentoring your peers, strengthening documentation, and modeling what exceptional IT service looks like.This position is part of ourService Deskteam and reports directly to the Service Team Manager. The ideal candidate is an independent problem-solver who knows when to raise the flag and loves turning chaos into calm.
You will succeed in this role if you:
Can troubleshoot complex issuesinvolvingnetworking, Microsoft365andApplicationsupport.
Communicate clearly and compassionately, translating technical fixes into client peace of mind.
Can swat away a nerf dart while troubleshooting an issue
Take ownership of tough cases and raise the flag quickly when youneedbackup.
Mentor other technicians through documentation, training, and collaboration.
Thrive inafast-paced environmentand canadapt priorities in a client crisis.
Live by ourService Excellenceprinciples-combining technical precision with exceptional human connection.
Qualifications:
5+ years of experience in IT support, systems administration, or network engineering
Strong technicalexpertiseacross Microsoft 365, includingmailflow, Exchange Online, and security compromise response
Advanced knowledge of networking concepts such as firewalls, VPNs, and routing/switching
Proficient in application support, endpoint/server troubleshooting, and security fundamentals
Proven experience conducting Root Cause Analyses (RCA) and documenting clear, lasting resolutions
Familiarity with help desk ticketing systems such as ConnectWise, Autotask, or similar MSP tools
Excellent communication skillsable to translate technical findings into clear, empathetic explanations for clients and colleagues
Calm under pressure with the ability to stay composed and effective during client crises
Naturally curious and resourceful, asking great questions and digging deep to find solutions
Highly self-motivated and accountable; takes ownership of complex issues while knowing when to escalate for support
Strong mentoring mindset; enjoys coaching and guiding others to improve their technical capability
Proactive contributor to process improvement, documentation, and automation efforts
Ability to balance speed with quality, ensuring solutions are efficient and built to last
Scripting or automation experience is a plus
Responsibilities
Troubleshoots and resolves technical issues either remotely or at a client site within defined SLAs
Participatesonprojectsasassigned
Provides technicalassistancefor escalated issues
Appropriately manages expectations of clients and peers
Provides on-call 24/7 support after business hoursat least3 weeks per year
Lead and perform Root Cause Analyses (RCA) for recurring or complex client issues.
ApplyService ExcellencePrinciples in daily workflow to deliver human-first solutions.
Maintainhigh standardsfor case documentation and communication.
Proactivelyidentifyopportunities to improve documentation, internal processes, or client configurations.
Ideal Candidate
You’recurious, calm under pressure, and thrive when helping others. You bring a mix of deep technicalskilland genuine empathy - knowing that clientsdon’tjust wantfixes,they want confidence. You can lead yourself, butyou’requick to collaborate and raise the flag when a case needs backup.You’repassionate aboutbuilding lasting client relationships through trust and transparency,mentoring others, andsharingyourideas about how we can make Paragus an even better company.Lastly, we hope you love beer – whether that be Root Beer or a local IPA – because we certainly enjoy ending a successful day with a pour from one of our private taps in our staff pub. Beer not your thing?That’sfine,we’realso really into great coffee andtacos.
Compensation and Benefits:
As a Partner at Paragus,you'llenjoy:
Culture, culture, culture! Think: fun events, good beer, and great snacks, but most importantly, amazing people thatyou’lllook forward to seeing every day.
Employee ownership; that’s right, you’re not just an employee, you’re an owner!
Self-driven Career Advancement opportunities
401K Plan + Matching up to 4%
Medical, Dental and Vision Insurance (Paragus pays up to 90% of your Premium)
Extra-curricular optional committees, training classes, Paragus UniversityCoursesand mentorship
A monthly stipend for your cell phone
Need a car for a day or so, just borrow ours!
Hybrid Work Policy:Whetheryou’resaving ongas, time, or just enjoying the freedom of flexibility, remote work can directly contribute to your health and happiness. As a full-timeemployeeyou will be eligible to work remotely two days a week once you have successfully completed your onboarding.
Paid Time Off:We at Paragus strive to not only promote but more importantly, prioritize a healthy work-life balance. As a full-time employee you will be eligible for our Flexible Vacation policy, which provides our employees with an un-capped bank of paid time off to use for vacation. Outside of the Flexible Vacationpolicywe also provide 5 days of sick time and personal leave, as well as 6 paid holidays.
Employee-owned company:Why be an employee when you can be an owner? As a Partner of Paragus IT, what you say matters! We highly value ourpartnersinsights, and many times put recommendations to play. Additionally,you’llsee the direct impact of accomplishments through our ESOP program!
Status:Full Time,Salaried,Exempt
Hours:Monday-Friday8 am to 4:30 pm
Compensation:$74K-$97,500K
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